I respectfully disagree with Sheila on her opinion and her standard. Again everyone is entitled to one. She complained about not having a safe in the house! Upstairs bathroom is old, which is true. We bought all new furniture when we started Airbnb in Nov 2016 and the photos were taken at that time. The gardener collected leaves and left in the middle of the yard, I had told him to remove, but unfortuntely he failed to do so.
I refund Shieka $25 because my cleaners did not inform me that she could not dry all sheets . Again , I called the guests, ready to take care of it.. but she refused and left all washed sheets on the floor! Maybe this is the first time sheila ever uses Airbnb. And we got 5 stars prior to her and after her visit. I have to admit that there was minor inconevence happening during her stay, and we have tried all we can to help. Airbnb is not a hotel, and I am not running a 5 star hotel. $25 refund from my cleavers' $120 fee is a lot to them for the error or minor inconvienece. Again, guests who ever work in the service industry will know how the review goes when little thing got amplified.
Ever since her stay, I have asked all guests to wash the towels before checking out so that my cleaners will have enough time to get ready , without taking the extra laundry outside and increase cleaning fee or later check-in time.
The above is my side of story.
I am still doing all I can. Some kind words and happy reviews have already made many happy days for us to keep going. Thank you.